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Technology has made doing business easier. It’s opened new streams of communication between businesses and users. But customer preferences are changing with time. They want faster query resolution. So with this, customer-centric businesses started moving away from traditional phone and email support to providing real-time assistance via Live Chat. Because the features it brings, like voice call, video chat, and co-browsing, make your website feel more ‘alive’.

Customers have in turn adapted to live chat. So much so that 44% of online consumers say that a live person answering questions during an online purchase is one of the most important features a website can offer. Yet there are a lot of businesses that don’t know how live chat can benefit them. Live Chat has helped many businesses increase sales and provide better customer support. Let’s discuss some case scenarios now.

eCommerce business has been growing at a great pace from past few years. In 2017, retail e-commerce sales amounted to $2.3 Trillion worldwide. As the preference of the people is shifting towards eCommerce, many players have entered into the market and are trying to get the share.

This has increased a lot of competition; hence companies are trying new ways to close the commerce sales. They are trying to communicate with the customers in real-time to make the interaction better.

• While a website visitor is on the product detail page, a live chat agent can initiate the chat asking if the user is having any doubt. This helps in converting the visitor into a customer.
• In a B2B business website; when a person is browsing through your features page, your agent can initiate the chat and convert the visitor into a customer.
• When a website visitor is browsing through the support page of your website, a live chat agent can help solve his query.

Hospitality industry has been greatly benefitted by technology advancement. It has made the task of travelers and tourists so much easier. The hotel industry continues a run of strong performance and is projected to sustain strong 5–6 percent growth throughout 2018. By providing a real-time interaction on their website, a hotel provides a seamless customer experience:

• While booking a hotel room, customer can be assisted by a live chat agent by solving all his queries in real-time.
• If a person needs to cancel the booking, it can be done using live chat or voice chat without making him go into any extra hassle.

There are many businesses in which a person may need personal consultation. Some of them are Online counselling, associates, medical consultation etc. These businesses have always been there, but now they are coming online. But in these type of businesses, the communication between the two people has to be in real-time, hence we are discussion few use cases:

• Online counseling can be done using voice/ video chat, where it is easy to make the person understand few things which would have not been possible on chat.
• While understanding the case of the customer, it may become important for doctor to see him. This can be achieved using video chat on the website.
• While making a person understand about law, chat/email may take a lot of effort. But it would be much easier to just talk to the person over voice chat on website.

One of the examples of using real time communication over website for online counseling is below:

While all other businesses have come online, banking has created its own space. Making the financial transactions easy for customers, a bank has helped a lot of customers by coming online. Banks are also selling few services like insurance, mutual funds online, but customers always tend to ask questions in things they don’t understand.

• A live chat agent can help a customer in deciding that which policy would be better.
• A video chat agent can make a customer understand about various aspects like NPV, debt fund, growth fund etc. while showing him the actual figures.
• A voice chat agent can help a customer in making a claim of a policy from website thereby giving him better customer experience.

This domain has adapted technology long back and has been using it to increase employee engagement. But they have also started using technology in recruitment processes. Below are some use cases showing how they can use it:

• If a person wants to give interview, he would be asked to login to the company website using a username/passcode. Once he enters the website, his interview can be conducted using video call on website. It will help the candidates who belong to some other city and will also save money of the organization.
• While giving interview, if a candidate wants to show his coding/ software skills he can do so using co-browsing. This feature helps in sharing the screen and taking control of the laptop.

Today, real-time communication on websites is becoming necessary for all businesses. And with ever-changing customer preferences, a business will have to move from phone and email support to live chat exclusively. One excellent solution is REVE Chat. Have a look for yourself.

Apart from the industries mentioned above, live chat is helping a lot of industries in generating leads from website. Live chat service providers have gone a step farther by integrating the live chat with crm. This integration allows the agents to transfer the leads into the CRM with specific details and hence giving a background to sales.